ComplaintsforThe Dry Cleaner by Val

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company took all my clothing, bedding, and kitchen linens to launder with out any inventory of what they took. (Dry cleaning service) Company wanted me to sign a form that states I will pay any balance without giving me an estimate of charges. When I refused without notice of how much the charge was they would not call me back or make any contact with me while they held all my goods/clothing and would not return them to me. I called to have my items returned and I was coerced into signing the form in order to get my items back and then again they would not answer my calls and e-mails. After about another week with no contact and emails, someone called and said delivery would be 4/13 at 9am. At 11:30 they showed up with bedding but no clothing.

  Customer response

  04/24/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  04/25/2023

  I am writing in response to the complaint #******** by ******************************  We are an insurance/restoration dry cleaner and our company coordinated the removal of the insureds (************************) affected textiles on 3/25/23 with our standard introduction & explanation of services.  We performed a virtual walkthrough via Facetime with her on 3/27/23 where the affected textiles were reviewed and removed and followed up with a phone call the morning to review the walkthrough.  At this time our standard we reviewed that our direction of payment was necessary to sign to carry out the work as per our standard policy, the insured stated wanted her insurance adjuster to confirm that our services would be covered.  We immediately reached out to her adjuster to assist in her request.  The coverage was confirmed, and the insured signed our direction of payment without any coercion.   We then coordinated with the insured via email & phone on specific items to be cleaned and delivered to her.  We delivered all her remaining items back at her request on 4/13/23, albeit the delivery was past the original timetable due to mechanical issue that morning.  We informed the insured of these issues that morning and apologized for any inconvenience.  We accommodated & communicated with the insured per our standard during the entirety of the process, we apologize for any disconnect or inconvenience.
  
   
  
  Thank you,
  
   
  
  **************
  
  The Dry Cleaner by Val

  Customer response

  04/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  Photo 1 of some of the emails they sent every business day with answering my request

  Photo 2 copy of email I sent requesting estimate that was never received

  
  I was absolutely coerced, the response to the complaint states I wanted the insurance company to approve the claim which I did but he leaves out the other request.  I asked for an estimate before signing the form as I am responsible if the insurance does not pay. I was told this is not an problem by numerous people via phone and email. I never received the estimate, instead the company sent me a new contract every day for several days without any other wording or response within the email, which I found to be harassment. I called the office to get my items back and they would not abide by my request. Only then did I receive a phone when they told me I could only get my items if I signed the contract. I then requested in writing to only do certain items to be able to get my items back. The items that they did not do were ruined due to lack of reasonable care as they were supposed to expedite those items and never did instead they sat there for weeks wet. The response states that they coordinated with me via email and phone for delivery and that they accommodated and communicated with me during the entirety of the process, which is false. They told me when they were coming which was days after I asked for delivery and I called them when the delivery was not made not the other way around. The I spoke with *****, she couldnt believe the delivery hadnt been made. It was only when I was headed to the police department to file a claim that the rest of my items showed up. I never received my full inventory list and I never received my estimate. They know this to be true. 
  
  
  Regards,

  *****************************

  ************

   

   

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